Create a service request
The create service request task is where you log service issues and determine how they should be resolved. This task appears automatically when you create a service project.
How to create a service request
Steps:
- After creating a service project, the Create service request task will appear in the navigation sidebar
- Click on the task to open it
- Fill in the required fields
- Select an outcome that determines the resolution path
- Click Submit
Outcome:
The service request is created, and the project moves to the next stage based on your selected outcome.
Service request fields
| Field | Description |
|---|---|
| Priority | Guides scheduling by showing priority to installers before they accept the job. |
| Fault detected date | Indicates how long the issue has existed. Information usually comes from the customer or monitoring systems. |
| Time to resolution | Useful if your organisation has specific service-level agreements (SLAs). |
| Raised by | Identifies whether the request came from the customer, auditor, supplier, or other third party. |
| Affected assets | Select the asset(s) affected (battery, inverter, gateway, panels). If serial numbers are stored in the site record, select the specific serial number where applicable. |
| Issues | Add at least one issue to clarify why the site visit is needed. For each issue, include: description of the problem, actions already taken, actions required in the field, and desired outcome. You can add multiple issues and drag-and-drop to set priority order. This order appears in the automatically generated info sheet for installers. |
| Files | Upload photos, screenshots, or emails relevant to the servicing issue. These files are stored in Console and shared with the Installer app for field teams. |
| Outcome | Select how the service request should be resolved (see below). |
Outcome options
At the end of the task, you'll choose one of four outcomes that determines what happens next:
- Manufacturer action required - Issue needs manufacturer involvement
- Resolve internally - Issue can be fixed without a site visit
- Site visit needed - Installer needs to visit the site
- Request not required - Issue was logged by mistake